Include Screenshots & Videos in Support Requests

Screenshots or video captures of the issue you're experiencing are extremely helpful when contacting ShipStation support. Including screenshots or video in your support request helps to ensure that the ShipStation team is looking for the issue in the right place, can provide hints on how to replicate the issue, and provides information that would not normally be available to the support team member, such as detailed information about an order available in your selling channel but not found in ShipStation.

This article will assist you with how to capture screenshots using the built-in tools in Windows and macOS and introduce you to additional screen capture options.

How To Take a Screenshot - Windows

There are two types of screen captures you can take: the entire screen or the active window. For example, if you have three programs open at the same time, you might want a screen capture of only the active window.

  1. Press the PRINT SCREEN key on your keyboard (PRTSC or PRTSCN on some keyboards).

    Your captured screen will be copied to your clipboard.

  2. Paste the screen capture into the email or a program that allows you to save the images as a JPG or PNG file.

    You can then attach that file to an email or drop it into a chat window to share with another person.

Check out Microsoft's detailed instructions for Windows 8.1 and higher on how to use their built-in snipping tool.

How To Take Screenshots - Mac

  1. Press Command () + Shift + 4

  2. Click and drag the crosshair pointer over the desired capture area.

  3. When you have the entire area you wish to capture within the selection, release your mouse.

The image of the screen will be saved as a file on the desktop (called "Screenshot XX-XX-XX" where the Xs are the day's date).

If you prefer to put a screenshot in the Clipboard, hold down the Control key while you press the other capture key combo. You can then paste the picture into an email or document.

Check out Apple's detailed instructions for OS X 10.6 and higher.

Other Screen Capture Options

There are other screen capture tools that can help you take and manage screenshots and videos. Many of these programs also include the ability to edit and annotate the screenshots or videos, so you can resize, add arrows and outlines, or hide information you don't want to share.

Here are a few popular options:

  • Monosnap: Monosnap is a free program for both Windows and Mac that also includes a free online storage account where you can upload your screenshots (or videos under 5-minute). For these uploaded images or videos, you'll receive a link to easily share with others.

  • CloudApp: CloudApp is a program for both Windows and Mac that allows you to take screenshots, modify or annotate images, and share them as needed. CloudApp offers a free pricing tier that allows you to take basic screenshots and videos, as well as paid pricing tiers if you need to use the program in a more advanced way.

  • Snagit: Snagit is a program for both Windows and Mac that includes more advanced editing and annotation options for images and videos. Snagit also includes access to a Screencast account so you can upload your saved images and videos and easily share them with others.